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Choosing the Right Call Center Outsourcing Partner:
Canada makes a strong case
Abstract
In today’s changing global economy, offshore call center outsourcing has
become a sensible strategy for many customer service companies in the
United States. However, when deciding on an offshore partner, firms are
caught in a balancing act. On one side, managers are feeling pressure to
improve their customer service, but on the other, they are under
pressure by senior executives and shareholders to reduce costs.
Companies are attempting to meet both objectives when deciding on their
offshore partners. When making the outsourcing decision, managers must
first determine their decision criteria and balance cost against other
priority objectives.
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